Grand Forks
Alerus Financial - North Dakota

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JOB FUNCTION NUMBER 1: User Support Team Supervision
  • Oversee all requests and resolutions as information flows through the service desk
  • Develop and maintain formal procedures for consistency and increased productivity
  • Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
  • Creates and manages escalation procedures and ensures service level agreements are maintained.
  • Documents tracks, and monitors problems to ensure resolution in a timely manner
  • Analyze team performance through various statistical and reporting methods
  • Provide management reports
  • Manage user support staff to ensure performance expectations and customer service standards are being met Perform large scale communications: system outages, updates, customer communications
  • Communicates performance expectations to staff and assists staff with prioritizing issues, coaching, training, and counseling
  • Identify opportunities that can increase team function or improve support, infrastructure, or training for users
JOB FUNCTION NUMBER 2: Application Management
  • Demonstrates an overall working knowledge of the systems, infrastructure and applications supported by IT
  • Oversee the coordination of software application installs and updates, in tandem with the functional owners
  • Coordinate team resources from varying disciplines to make sure user needs are addressed
JOB FUNCTION NUMBER 3: Infrastructure and User Technology
  • Coordinate with other IT staff to ensure timely and accurate deployment of user technology
  • Work with IT operations to ensure consistent replacement and retirement of user technology

  • Degree in Computer related field or 5 years equivalent work experience in an IT or Call Center environment.
  • Ability to learn new technologies quickly and apply knowledge to company needs.
  • Excellent written and verbal communication skills.
  • Experience with productivity software.
  • Highly organized, detail-oriented and able to take initiative when needed.
  • Strong customer focus, creative and consistently maintains a positive attitude.
  • Enjoy supporting people and responding to their needs.
  • Analytical ability to determine appropriate actions.
  • Excellent interpersonal skills, team oriented and a collaborative work style.
  • Adaptable, flexible, organized and able to multi-task, work independently, and meet deadlines.
  • Comfortable interacting with various levels of users within the organization.
  • Effective written and oral communication skills.
  • Ability to effectively work with people in other departments and/or outside of the enterprise.

Alerus Financial - 11 months ago - save job - block
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